UniDesk
AI agents diagnose IT tickets, take the fix, and hand off to a technician only when needed.
UniDesk pairs a helpdesk with AI agents that read your asset records and network policies to actually diagnose and act on a ticket, reconnecting a user to the right Wi-Fi network, for example, rather than just drafting a reply. When a fix needs hands on hardware, it hands off to a technician on the same ticket thread, with the agent's diagnosis and actions already logged; one example on the page shows a printer issue resolved in 19 minutes across 7 automated actions and 1 handoff to IT. It's built for IT teams managing tickets, assets, and user access together, and cites a customer supporting 5,000+ people across multiple campuses.
What holds up
- +Agents take real actions, like network reassignment or asset lookups, not just a suggested reply
- +Handoff to a human technician stays on the same ticket thread, with the agent's diagnosis already logged
- +Admin actions like user access and software approvals live right next to the ticket, and are auditable
Mind the limits
- −Depends on assets, users, and network policies already being wired in — automation is only as good as that setup
- −The 19-minute printer-ticket walkthrough is the main resolution evidence shown, not aggregate numbers
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